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This study aims to analyze the planning and implementation, and monitoring services in the Office of Religious Affairs Hajj in Gowa. The importance of public service management in organizing Haji requires the involvement of all elements of the bureaucracy, the private and the public throughout the whole process and the management of the service management of Hajj pilgrimage in order to realize a quality service in Gowa. The study used a phenomenological approach. Data collection techniques used are in-depth interviews, observation, and documentation. Techniques of data analysis through data collection, data reduction, presenting the data, and drawing conclusions. The results showed that the First, implementation of the service management functions on pilgrimage shows the results have not been optimal. Complaints pilgrims started at the time of registration to departure for unsatisfactory service. In the aspect of planning to monitoring has not shown the expected level of effectiveness. Infrastructure and the availability of Human Resources has an influence in the service of Hajj. Second, implementation of Hajj services and mechanisms that are running already processed properly, but the implementation is still partial. Third. In the aspects of monitoring has not shown the results are not satisfactory because it is still the presence of weak supervision of the Ministry of religion in Gowa. It shows that every year, there are always complaints about Haji worshipers and their family. Whereas, the supervision performed by the Government through the Ministry of religion is expected to minimize their complaints. DOI: 10.5901/mjss.2016.v7n3s1p150

Hajj Service Management at the Department of Religious Affairs in Gowa Regency